A tailored course, built for your situation
Deeper Command of the ISO 20000 Service Lifecycle
Master the full ISO 20000 framework with precision across design, transition, and continual improvement phases
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Who this is for
Senior Logistics Analyst working in a consulting environment with exposure to IT service management frameworks and compliance-driven deliverables
Who this is not for
Entry-level analysts, non-technical auditors, or personnel focused solely on tactical logistics execution without process standardization responsibilities
What you walk away with
- Complete command of ISO 20000's 13 service management processes, including intent, inputs, and control objectives
- Ability to draft service design packages that meet ISO 20000 compliance on first review
- Structured approach to continual improvement reporting aligned with audit expectations
- Repeatable templates for service level agreements, change management records, and incident control logs
- Confident articulation of framework compliance decisions in cross-functional settings
The 12 modules (with all 144 chapters)
Module 1. Introduction to ISO 20000 and Its Strategic Role
Understand how ISO 20000 fits within the broader landscape of service management standards and why it matters in federal logistics and support operations. Learn the structure of the standard, its certification paths, and how it complements related frameworks like COBIT and ITIL.
12 chapters in this module
- What ISO 20000 is and why it matters
- Key differences from ITIL and COBIT
- Scope and applicability in government contexts
- Certification paths and audit timelines
- Linking service management to mission outcomes
- Stakeholder expectations in federal projects
- Roles in ISO 20000 implementation
- Document control requirements
- Mapping to contract deliverables
- Common misconceptions about the standard
- Evolving interpretations right now
- How the firm uses ISO 20000
Module 2. Service Management Policy and Framework Design
Learn how to define a service management policy that aligns with organizational goals and ISO 20000 requirements. Develop a framework that supports compliance while remaining flexible for client-specific needs.
12 chapters in this module
- Elements of a compliant service policy
- Leadership sign-off documentation
- Policy version control
- Linking to contract SOWs
- Tailoring for government clients
- Policy communication plan
- Review and update cycles
- Evidence collection strategy
- Integrating risk appetite
- Handling multi-client variations
- Policy exception handling
- Audit trail for policy updates
Module 3. Service Design and Transition Planning
Master the design and transition phases of the service lifecycle. Learn how to document service requirements, design service solutions, and manage transition plans that meet ISO 20000 criteria.
12 chapters in this module
- Service design inputs and criteria
- Design package structure
- Capacity and availability planning
- Designing SLAs and OLAs
- Change control in design phase
- Transition readiness assessment
- Knowledge transfer planning
- Stakeholder sign-off process
- Risk log for new services
- Documenting design decisions
- Versioning design assets
- Audit preparation for design
Module 4. Service Delivery Processes
Deepen your understanding of service delivery processes including incident, problem, and change management. Learn how to structure these processes to meet ISO 20000 requirements.
12 chapters in this module
- Incident management workflow
- Problem management root cause
- Known error database
- Change advisory board setup
- Standard change catalog
- Emergency change process
- Service request fulfillment
- SLA monitoring tools
- Reporting on service KPIs
- Escalation procedures
- Post-implementation reviews
- Continuous service review
Module 5. Service Level Management
Learn how to define, monitor, and report on service level agreements. Develop skills to negotiate SLAs and manage performance against them.
12 chapters in this module
- Defining meaningful SLAs
- Service level reporting frequency
- SLA breach procedures
- Negotiating SLA terms
- OLA alignment with SLAs
- Third-party vendor SLAs
- SLA dashboard design
- Review meeting preparation
- Customer satisfaction surveys
- SLA update process
- Penalty clauses and remedies
- Audit evidence for SLAs
Module 6. Supplier Management
Understand how to manage third-party suppliers in compliance with ISO 20000. Learn how to define supplier contracts, monitor performance, and ensure continuity.
12 chapters in this module
- Supplier selection criteria
- Contractual compliance terms
- Supplier performance metrics
- Regular supplier reviews
- Subcontractor oversight
- Risk mitigation strategies
- Supplier exit planning
- Joint incident response
- Shared documentation standards
- Audit rights in contracts
- Data handling requirements
- Transition planning for suppliers
Module 7. Capacity and Availability Management
Learn how to plan and manage service capacity and availability in line with business needs and ISO 20000 requirements.
12 chapters in this module
- Capacity planning cycles
- Resource forecasting models
- Peak load analysis
- Scalability requirements
- Availability targets definition
- Uptime reporting
- Redundancy planning
- Disaster recovery integration
- Testing availability controls
- Incident impact analysis
- Capacity review meetings
- Trend analysis for planning
Module 8. Information Security in Service Management
Integrate information security practices into service management processes in compliance with ISO 20000 and other security frameworks.
12 chapters in this module
- Security policy alignment
- Access control procedures
- Confidentiality agreements
- Data classification
- Security incident response
- Audit logging standards
- Regular security reviews
- Penetration testing coordination
- Third-party security assessments
- Security training for staff
- Compliance with NIST 800-53
- Reporting security metrics
Module 9. Change Management and Control
Master the change management process from request to implementation, ensuring compliance with ISO 20000 and minimizing service disruption.
12 chapters in this module
- Change request documentation
- CAB meeting structure
- Change approval workflow
- Post-implementation review
- Standard change library
- Emergency change control
- Change success metrics
- Rollback planning
- Change advisory process
- Change calendar management
- Risk assessment for changes
- Audit trail for changes
Module 10. Configuration Management
Learn how to maintain accurate configuration information and manage the configuration management database in compliance with ISO 20000.
12 chapters in this module
- CMDB scope definition
- Configuration item identification
- Relationship mapping
- Baseline creation
- Change impact analysis
- Configuration audit process
- Version control for CIs
- Automated discovery tools
- Data accuracy verification
- Reporting from CMDB
- Integration with change
- Incident correlation
Module 11. Continual Improvement Process
Understand how to implement and document continual improvement in line with ISO 20000. Learn how to identify opportunities and track improvements.
12 chapters in this module
- Continual improvement cycle
- Identifying improvement areas
- Improvement proposal template
- Prioritizing initiatives
- Measuring improvement impact
- Reporting improvement results
- Lessons learned process
- Knowledge capture
- Improvement backlog
- Stakeholder engagement
- Integration with audits
- Sustaining improvements
Module 12. Audit and Certification Preparation
Prepare for ISO 20000 audits and certification with confidence. Learn how to gather evidence, respond to findings, and maintain compliance.
12 chapters in this module
- Internal audit planning
- Evidence collection checklist
- Documenting corrective actions
- Pre-certification review
- Handling nonconformities
- Audit readiness assessment
- Mock audit execution
- Interview preparation
- Certification body coordination
- Surveillance audit prep
- Maintaining certification
- Continuous compliance
How this maps to your situation
- When designing a new service delivery model
- Before a client audit or review
- During supplier contract negotiations
- After a service failure or outage
Before vs. after
Before
Reliant on team leads or external consultants to interpret ISO 20000 requirements and structure compliance evidence.
After
Confidently lead ISO 20000 implementation efforts, draft compliant documentation, and represent process decisions with authority in cross-functional settings.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3 hours per week over 12 weeks to complete all modules and apply templates to real work contexts.
How this compares to the alternatives
Unlike generic compliance courses, this program is tailored to logistics and consulting professionals working in federal environments. It focuses on practical application of ISO 20000 rather than theoretical overview, with templates and examples drawn from real the firm project patterns.
Frequently asked
Is this course focused on ITIL or ISO 20000?
This course focuses on ISO 20000, with references to ITIL as context. The goal is mastery of the ISO standard itself, not IT service management generally.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Will this help with certification exams?
While not an exam prep course, mastering the framework deeply improves readiness for ISO 20000 lead implementer or auditor certifications.
$199 one-time. Approximately 3 hours per week over 12 weeks to complete all modules and apply templates to real work contexts..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours